The Ritz-Carlton, Chicago

Another terrific new year’s stay. Really enjoyed our lakeside king room on the 22nd floor. Staff pleasant and helpful. Enjoyed the offerings in the Club lounge through out our stay. Breakfast especially. Nice drinks also. See you again Ritz Chicago!

My family and I recently stayed at the Ritz-Carlton Chicago, and unfortunately, the experience was far from what we expected from such a renowned hotel chain. I had been excited about treating my family to a weekend getaway, especially given the Ritz-Carlton’s reputation for excellent customer service. However, our stay turned out to be disappointing, and I feel it’s important to share this experience. Before our trip, I called the hotel to confirm that our room would accommodate three people. I also inquired about the sofa, as some of the photos of the hotel suggested it might not be large enough. The receptionist assured me that if the sleeping accommodations didn’t work, they would provide a rollaway bed for $40 per night. I asked if the rollaway could be complimentary, if the sleeping arrangements did not work and I was told they could make an exception, and it would be When we arrived at the hotel and checked in with Cara, the Reception Manager, I mentioned the phone call and the rollaway bed. Instead of a warm greeting, she immediately began interrogating me about whom I spoke with and insisted there would be no complimentary rollaway bed. This left me feeling uncomfortable and like I was being treated as though I was lying about the information I had received. Our room had a king-sized bed and a sofa that was barely usable for sleeping, especially for our daughter. I called reception to explain the situation, and they told me they were out of rollaway beds. I then requested to speak with a supervisor. Unfortunately, my first attempt was disconnected, but when I called back, I was connected to Cara again. She apologized and said that after her investigation, she found the person I spoke with had never promised me a complimentary rollaway bed. She offered to move us to a room with proper accommodations, but at more than double the price of our current room. Unable to afford the upgrade, I expressed my frustration about being made to feel like a liar, especially over a $40 charge and that I was disappointed in the customer service at this hotel her response was simply an apology for how I felt, and the conversation ended. That night, I had to sleep on the uncomfortable sofa, contorted in a way that was far from restful. The next morning, I called the concierge to inquire about breakfast at the hotel restaurant. I was told there were no available reservations, which was another disappointment. No one had mentioned the need to make a reservation in advance during check-in. At checkout, I had hoped someone would ask about our stay or show any interest in our experience, but that didn’t happen. No one inquired, and there was no follow-up to ensure we had a pleasant stay. I’m sharing this review not to dissuade others from staying at the Ritz-Carlton, but to express my disappointment with the service we received. While I know this review may not significantly impact the hotel’s business, I sincerely hope someone from upper management will take note and encourage the staff to be more attentive, considerate, and passionate about customer service.

My newly 8 year old has loved all the special kid things— like they bring out a red wagon full of toys at check in and she picked one (a stuffed animal), the candy cart that comes to the room, American Girl doll bed in the room, turndown service of cookies and milk — and the indoor pool. I’ve loved the club lounge staff (though to note the offerings are more limited than other RC Clubs I’ve experienced in Naples, Orlando and Budapest). The lobby is beautiful. The front desk staff and bell staff are very welcoming, kind and knowledgeable. With Titanium status, I was able to get a 4pm late checkout even during the holidays which was great!

I stayed here for 3 nights for a work trip. I had a nicely appointed and spacious room with a lake view. The location is great, as is the service. Had breakfast at the hotel each morning and it was great. Service requests (having bath amenities brought up, etc) were handled quickly. Also, dry cleaning was completed same day, in less than 12 hours. They don’t guarantee this kind of turnaround, but I was under the impression that this is typical.

The Ritz Carlton Chicago is a beautiful property. The lobby is so inviting, large, and sets the atmosphere and tone for a wonderful stay. Rooms are spacious and beautiful and even the lowest category room on a low floor offers impressive views of the city. We also found the property to be in a great location with very efficient valet staff. We had the absolute pleasure of meeting Tony and Jeremy upon arrival. You both were so kind and caring to my family and we can’t express our heartfelt thank you enough for all you did for us to make our stay so special. The Ritz Carlton is lucky to have you both. Jeremy you run an excellent club lounge operation. You are kind, caring, and truly go the extra mile for each guest. We were so impressed with every staff member we encountered. Food was delicious and atmosphere was inviting and relaxing. Thank you for everything, we miss you and hope to see you again soon:) Thank you to everyone who made our stay so special. This property is truly a special gem and we cannot wait to return. If you are looking for a luxurious stay with polished, friendly, and caring staff look no further!